How to read the Single Agent Daily Detail Report

When you want to understand one person rather than a whole floor, the Single Agent Daily Detail Report is the screen to open. It takes one user and lays out how they dispositioned calls per day across a range of dates. Instead of a single snapshot, you get a row per day, so a slow Monday or a strong Friday stands out as a pattern rather than a guess.

One agent, one row per day

This report is close cousin to the Agent Status Detail report, but narrowed to a single user across the dates you pick. The column headers are clickable, so you can sort by any one of them. There is also a DOWNLOAD link that pulls the data you see into a CSV for a spreadsheet or database. That makes it easy to keep a running log of one agent's Agent performance week over week without re-running the screen each time.

The fixed columns

Three columns stay put on every run. CALLS is the total number of calls sent to the agent. CI CALLS is the calls they handled that ended in a customer-contact status, your real contact count. DNC CI PCT is the number of DNC-statused calls divided by those customer-contact calls, which flags how often a reached customer asked not to be called again. A creeping DNC CI PCT is an early warning about a list or an approach, not just a number.

Then the status columns

After those three, the rest of the columns are the statuses the agent actually selected. Every Disposition this user picked becomes its own column, counted per day. That is the heart of the report: you can watch the mix change. If SALE counts hold steady but a stall Status (lead status) like callback or not-interested climbs, you know where the day went. Because each call resolves to exactly one disposition, the columns add up cleanly to the day's CALLS.

The set of status columns you see depends on the agent's work. A closing agent will show SALE, callback, and not-interested columns. A team running compliance-heavy lists will show DNC counts more often. Because the headers are clickable, you can sort by any single status to find the days an agent leaned hard on one outcome. Sort by SALE to find their best days, sort by callback to find the days they kept pushing decisions down the road, and the pattern across the date range tells you more than any single figure.

stateDiagram-v2
  [*] --> Dialing
  Dialing --> Live
  Live --> Disposition
  Disposition --> Sale
  Disposition --> Callback
  Disposition --> DNC
  Disposition --> NotInterested
  Sale --> [*]
  Callback --> [*]
  DNC --> [*]
  NotInterested --> [*]

What to look for

Read down a status column to see consistency. A steady SALE count with rising CALLS means the agent is working harder for the same result; a flat CALLS with rising SALE is genuine improvement. Sort by CI CALLS to find the days they actually reached people, then check whether sales followed. To pair this disposition view with the minute-by-minute time buckets, jump to the Agent Time Detail report. The guide to VICIdial reports maps how all of these connect. Watching a single Agent session this closely is also the fairest basis for coaching, because it shows the day's shape, not one cherry-picked call.

Granular per-agent reporting is standard on every VICIfast box, which we provision in under 40 seconds. See our pricing to get a dialer with this report ready to run.